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Support

Support

How Pact's Support module triages, routes, and resolves customer cases — AI-assisted triage, SLA clocks, sentiment escalation, agent assist, and analytics.

Pact's Support module turns inbound customer requests into tracked cases and helps your team resolve them quickly and consistently. It sits on top of the case lifecycle you already know from Cases, adding AI-assisted triage, deadline enforcement, and agent tooling.

Everything here is built around one principle: the agent stays in control. Pact suggests, drafts, ranks, and warns — but a human reviews and sends. Nothing resolves a ticket on its own.

What the module does

Triage & routing

AI-assisted urgency, category, sentiment, and language classification on every case, then routing by your rules or a built-in default map.

SLA policies

First-response and resolution targets that are business-hours- and timezone-aware, with automatic warnings and breach handling.

Sentiment escalation

Opt-in rolling sentiment scoring that escalates a souring conversation and auto-recovers when it improves.

Agent assist

Draft reply suggestions, empathy rewrites, deflection recommendations, macros, and an escalation-risk badge.

Analytics & CSAT

A support dashboard over real case data plus a CSAT feedback loop.

Outbound email

The outbound reply transport — real, but default-off behind seven safety gates.

Knowledge base

Articles, hybrid search and deflection, plus drafting an article from a resolved ticket.

Queues

How cases land in front of an agent and the ranked "Today" queue.

How it fits together

  1. A case is created (or a customer replies). Triage classifies it and routing assigns it — see Triage & routing.
  2. SLA clocks start and count down against your policy — see SLA.
  3. The agent works the case with assist tooling, and the unified case thread renders every channel's messages in one place.
  4. If the customer's sentiment sours, sentiment escalation can elevate and reassign.
  5. On resolution, the agent can draft a knowledge-base article; once the case is closed, a satisfaction (CSAT) request goes out if a CSAT survey rule is active.

Where the case lifecycle lives

The gated status flow (new → open → in_progress → pending_customer → resolved → closed), note-gated resolution, and case anatomy are documented in Cases. This section covers the support-specific automation layered on top.